Feedback and complaints

We value your opinion and are committed to providing the highest quality of care. Your feedback is essential in helping us enhance our services. Whether you have compliments or concerns, we encourage you to share your experience with us. Thank you for completing this form and contributing to the ongoing development of our services. 
We are committed to addressing and resolving complaints promptly. You will be contacted regarding the progress and resolution of your complaint.

Feedback and complaints form

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    When you use a health or disability service in New Zealand, you have the protection of a Code of Rights.

    The Code of Health and Disability Services Consumers’ Rights provides the following 10 rights:

    You have the right to:

    • be treated with respect
    • be treated fairly
    • dignity and independence
    • have good care and support that fits your needs
    • be told things in a way you understand
    • be told everything you need to know about your care and support
    • make choices about your care and support
    • have support
    • decide if you want to be part of training and research or not take part
    • make a complaint

    For More information on the code and your rights, please visit the Health and Disability Commission’s website: https://www.hdc.org.nz/your-rights/the-code-and-your-rights/

    After you lodge a complaint

    Once you’ve lodged a complaint:

    • we will acknowledge your complaint within 5 working days.
    • We will contact you for more information.
    • We will approach all complaints with an open mind, listen and treat each complainant as an individual and with courtesy and respect.
    • We will try to resolve your complaint quickly.
    • You will receive a written response, remedies and resolution as soon as practicable.
    • The complaint resolution process usually takes 20 working days, to allow us to gather all the necessary information, consult with relevant parties and fully investigate the incident.

    What to do if you’re not satisfied after making a complaint

    If you feel your complaint is not resolved to your satisfaction, you can contact the Health and disability commissioner (HDC). This is an independent service that will help investigate or resolve the complaint. You can click on this link to find out how to make a complaint to the HDC https://www.hdc.org.nz/making-a-complaint/ 

    Care. Trust. Kindness.

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    Third Age Health is a rapidly-expanding medical practice that focusses on the Aged Residential Care sector

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